You will be the first point of contact for new leads. Primarily managing web forms, telephone calls and email contact from franchise partner customers (potential shutter purchases). Logging, managing and customer enquiries and ‘warming’ leads to aid the franchise partner in improving the customer journey. You will manage the administrative process of onboarding a new franchise partner, supporting the Franchise Coordinator and liaising with the necessary teams. The role will also include general administrative tasks such as: diary and calendar management, filing, creating and updating process documentation, maintaining records, management of digital assets, office stock replenishment, setting and tidying rooms pre and post meetings, meeting and greeting visitors, supporting collateral creation for training days. Specific Tasks Outline
Receive and process all leads – via phone, email, webform and CRM system (full training provided).
- Assign and reallocate as required. Report any anomalies/discrepancies and challenges. - Oversee the customer journey when required as support to franchisees.
First point of contact for franchisee customers when franchisee not available.
- Passing messages on and dealing with low-level issues and complaints (in conjunction with the franchisee). - Customer complaints of a more serious nature to be escalated/handed over to the Franchise Co-Ordinator.
- Welcome Admin – Liaise with Franchise Support Executive - Creation of Sugar CRM account and logins - Set up Franchise on the Database - Printing for training packs (both Shuttercraft and S:CRAFT) - Franchise register updates - Setting and tidying rooms pre and post meetings/training
- Manage monthly update email to franchisees - Manage Quarterly review – updating Finance and Customer Support if/when changes are required. - Manage booking in 6 monthly and annual business reviews with Franchise Manager, Account Manager and Franchisee – Zoom call booking and calendar entry
Docusign, send from templates created by franchise manager:
(a) MRS third party contracts in regards PPC. First one for new starters (3 months in). Additional territory. Updates post Quarterly Marketing Review (b) File new Franchise Partner Application Forms and all other signed docs on Server (in Franchisee folder) (c) New Franchise Partner Franchise Agreements and side letters (d) Franchise Partner Addendums for special terms.
New Franchise Partner and leaving franchise partner email process – with Oryx.
Ordering New FP Starter Kits
Handling TrustPilot complaints (lower than 3*)
Passionate about customer service and working with people
Confident, articulate communicator
Strong communication and interpersonal skills
Able to collaborate effectively with others
Calm, clear-headed and focussed
Highly organised, deadline focused and able to prioritise Contract length: 12 months Expected start date: 17/05/2021 Job Types: Full-time, Temporary Salary: £17,500.00-£18,500.00 per year COVID-19 considerations: Government guidelines. Working from home until the office is allowed to reopen.